Century Support Services

[redacted] enrolled for debt settlement services with Century Support Services, LLC on July 26, 2017, approximately six months ago She enrolled eight debts, having an aggregate balance of $6, in debt Based on the financial information provided with her client agreement, [redacted] agreed to monthly program deposits of $and it was estimated, based on her total debt and the amount of her program deposits, that her program term would last for twenty six (26) months [redacted] states that she learned of missed payments to her creditors She knew, at the time of enrollment that, as she was making deposits into her dedicated settlement account (with a third-party processor), that this account would be utilized to pay settlements negotiated by Century with her various creditors In fact, at the time of her complaint, Century had already settled accounts that she enrolled, and was in the process of working on additional settlements on her behalf Century feels confident that, given the opportunity to continue, we would be able to continue to negotiate to [redacted] ’s satisfaction the balance of her accounts However, despite the clear language in our client agreement and the care and attention given to making sure that our program is fully understood by our clients, some clients may become discouraged at some point doing their program Prior to receiving the complaint, we were not aware of [redacted] ’s concerns as she was making her program deposits, we were obtaining favorable settlements on her debts, with her consent and approval, and had not heard from her about any problems or concerns In her complaint, [redacted] states that her current income source will soon be coming to an end Century’s ability to negotiate the balance of her debts depends on her continuing to fund her dedicated settlement account Upon receipt of this complaint, we reached out to [redacted] by phone and email in an attempt to understand and address her concerns and also to discuss with her whether or not she intends to continue with her Century debt settlement program On January with her intention to cancel her account Despite repeated attempts since then to contact her, she has not returned our calls or our email messagesWhile Century has performed according to the client debt resolution agreement, we regret [redacted] ’s cancellation of her program with our company

To whom it may concern, From our thorough review of Ms [redacted] ’s account we can see that she originally contacted [redacted] Debt Relief to seek out options for handling her debt [redacted] Debt Relief is an affiliate of CenturyIn August, she signed our Century Support Services debt settlement contractUp to the point of cancellation Ms [redacted] was on track to have a very successful debt settlement programWe were able to enter her into her first settlement arrangement less than a month after she joinedThe settlement was negotiated so that it could be paid over months and Century allowed for our settlement fees associated with that account to be collected over monthsCentury’s fees are based on the original balance of each debt at the time of enrollmentThese fees are clearly disclosed and described within the contractCentury earns the right to collect the full fee associated with a settlement when the first payment is remitted to the creditorIn order to secure a beneficial settlement of a Debt for a client, we may elect to spread our fee over timeTo Ms [redacted] ’s benefit this is the way the fees were structured on her settlementUpon Ms [redacted] ’s request to cancel, Century collected the remaining fees that were owed on the settlement that was negotiated on her behalf and requested a return of the remaining funds left in her reserve account with [redacted] FinancialAs per the ledger at [redacted] those funds were returned to her on January 28th of Thank you, Sameka G [redacted] Senior Director of Client Services Century Support Services Website: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Up to this point we have not been able to connect with Ms [redacted] to discuss her complaint filed with the Revdex.comIt is our desire to further explore any concerns that she may have in regards to how her accounts were handled while enrolled with Century Support ServicesIn the original complaint, Ms [redacted] expressed concerns over her creditors being contacted and our progress in resolving her debtsDue to the nature of debt settlement it is necessary for accounts to be delinquent prior to securing a settlement on any individual accountMost creditors do not entertain discussions of settling an account until the account is past due by a number of monthsOur years of experience in the industry have given us the knowledge to know the prime point in delinquency to seek a settlementUnfortunately, Ms [redacted] canceled from the program before we were able to prove the value in our servicesCentury Support Services does not charge any monthly fees, settlement fees are earned when each individual debt is settledIt is stated in the contract that interest and late fees may continue to accrue while enrolled in a debt settlement programAs such we would not be able to cover the fees that were assessed by Ms [redacted] ’s individual creditors Sameka G***Senior Director of Client Services CenturyMain Street, Banco Business ParkNorth Huntingdon, PA 15642Phone: ###-###-####Fax: ###-###-####Email: [redacted] Website [redacted]

Participating in a debt settlement program does not eliminate the possible threat of legal action occurring on any particular debtsAt the time the account in question was sent to a law firm other settlements were in process, thus not allowing for any availability of funds out of the monthly draft to address the accountIn an attempt to help Ms [redacted] resolve the legal account without further incident, Century was able to act quicklyWe reversed fees that were paid towards other settlements to allot her the funds needed to address the legal accountThose fees will be recouped at a later timeCentury was also able to waive all fee collection for the particular Discover accountAt this time it is our understanding that Ms [redacted] is satisfied with the resolution and plans an continuing to allow Century to administer the remaining portion of her debt settlement program

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] The response provided by CNI is a convenient attempt to absolve themselves from the contractual obligations they had committed to at the time our mutual agreement was signed in September Unfortunately, it contains a great deal of claims, which are not only frustrating but are also in violation of our agreement.1) I did indeed retain CNI to settle five (5) of my credit card accountsWhile it is true that they settled four of those accounts, the one that is being disputed here (Chase) was not settled for reasons that are unknown to meCNI had nearly three years to settle that account and the failed to do so.2) I did not request to have the Chase account withdrawn from the programThat statement is absolutely false, and in violation of our initial agreementThe only reason why I contacted Chase bank in the spring of (again, after being under CNI's program for nearly three years) because they INSISTED that I make that call against my expressed wishes not to do soThey failed in their obligation to communicate with Chase, they failed to fulfill their contractual obligation to settle their account, and they cornered me into a compromising situation by insisting that I communicate with a creditor with whom I had become severely delinquent (entirely due to my participation in the program, per CNI's instructions) and with whom -- as I explicitly communicated to CNI -- I was NOT comfortable speaking.3) Indeed, I did not follow up with CNI until September because I did not become aware of extremely adverse effect the botched settlement of my Chase account had until then, when I discovered it to be the source of several credit, loan, and housing opportunities that I had been rejected on in recent months.Finally, I find it staggering that a company that claims to help consumers eliminate debt, refuses to accept their responsibility to help a customer for whom they failed to deliver they service they contractually committed toInstead of spending all this time dispensing claims, they could make a simple phone call to the creditor in question and resolve this issue once and for all.I am speechless[redacted]

Up to this point, we have not been able to connect with Mr [redacted] to discuss his complaint filed with the Revdex.comIt is our desire to further explore any concerns that he may have in regards to how his accounts were handled while enrolled with Century Support ServicesIn the original complaint, Mr [redacted] expressed concerns with the fact that all available monthly funds were being applied to one creditor rather than all enrolled creditorsDue to the nature of debt settlement it is typical for only one account to be placed into a settlement at a timeUnlike credit counseling we are seeking a reduction in the repayment amount rather than making payments towards balance in fullWhen Mr [redacted] was asked to increase his monthly deposit amount it was for the specific purpose of placing him into a settlement for his largest debt enrolled in the program He provided a recorded authorization for us to make those specific payments to that particular creditorAs for the outstanding fees owed, Mr [redacted] was advised at the time of cancellation that he owed fees for the settlement that CSS negotiated on his behalfA letter informing him of the amount owed was mailed as wellPast that we did not nor do we intend to pursue collection of any remaining fees owedWe regret that Mr [redacted] did not feel well informed during the process of entering into his first settlement with Century Support ServicesWe strive to provide excellent customer service and will continue to look for ways to improve our communication with each and every one of our clientsSameka G***Senior Director of Client Services CenturyMain Street, Banco Business ParkNorth Huntingdon, PA 15642Phone: ###-###-####Fax: ###-###-####Email: [redacted] Website: [redacted]

We are in receipt of the complaint filed by [redacted] dated November 19th, Upon th***ughreview of the client’s program it seems that the concerns are largely due to her misunderstanding boththe contract and information that was conveyed to her throughout the program.Ms*** states in her complaint that we charged her different settlement fees and that she did noteven have accounts enrolled in the programThe reason for more fee instances than accountsenrolled was due to the fact that in order to secure beneficial settlements on her behalf we elected tospread our fees out over a series of payments rather than collecting them in a lump sum once settlementswere initiatedWe were able secure settlement agreements on of Ms***’s accounts while she wasactive on the programAll of those settlements ended up null and void due to the contractualagreement to deposit a set amount of funds into an escrow account each month not being upheld.We have made numerous phone calls and attempts to speak with Ms [redacted] in regards to her concernsbut have only been able to receive one response via emailIt is our desire to th***ughly review hercomplaint and to see if we can come to a resolutionUp to this point we have not been able to reach her viatelephone and she is no longer responding via email

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Regards, [redacted]

In regards to the complaint filed by Ms [redacted] we have been able to act swiftly and come to a resolutionPossible effects of participating in a debt settlement program can include ongoing collection efforts and possible legal actionOne particular creditor listed on Ms***’s program elected to file suitCentury was able to work out an arrangement with that particular creditor to resolve the account and to prevent Ms [redacted] from needing to attend the court dateOur negotiators are currently pursuing settlement options for the other accounts listed in the programSameka G [redacted] Senior Director of Client Services Century Main Street, Banco Business Park North Huntingdon, PA Phone: ###-###-#### Fax: ###-###-#### Email: [redacted] Website: www.centuryss.com

It needs to be addressed that the main matter of my compaint was that this particular account was put in Collections and lowered my Credit score, which is the opposite of the goal in paying CNI to pay off these accountsI do appreciate the acknowledgement of the mistake but need the entity of it to be addressed under the counter complaint Regards, [redacted] ***

We have received your follow up letter for the complaint filed by [redacted] ***As noted in ourprevious response there was an error made earlier in where Ms [redacted] was presented with asettlement offer on one of her accounts that at the time was not able to be paid because she was currentlypaying a settlement on another one of her creditors enrolled in the debt settlement programThemiscalculation was discovered prior to any payments being remitted and thus no adverse activityoccurred for the account in questionFor oversight we have since apologized for the lack ofcommunication.In regards to this error negatively impacting her credit score, by nature participating in a debt settlementprogram will have a negative impact on a consumer’s credit scoreThe particular account in questionwas delinquent at the time of the error and that status remains the same as of this date so it would nothave caused any change in her credit score.The particular account that was negotiated and then not paid has since moved from one creditor toanother but the potential settlement offer at this time remains the sameIt has been communicated to Ms[redacted] that if at the time the settlement on this account does occur and the settlement offer is higher thanthe originally approved amount that we will cover the difference in the settlement.Thank you,Sameka G***Senior Director of Client ServicesCentury Negotiations, Inc

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Complaint ID NO [redacted] This response is the response of Century Support Services, LLC, to the Complaint of August 8, The Complainant enrolled in a Debt Resolution Agreement with ClearOne Advantage on January 21, Century Support Services subsequently obtained the contract from ClearOne Advantage for servicing Under the terms of the Debt Resolution Agreement, Ms [redacted] agreed to make monthly drafts of $to fund her debt resolution program, and she enrolled six (6) accounts, having a total amount of debt (at the time or enrollment) of $43, It was estimated that, based on the total enrolled debt amount and the monthly draft payment, that the debt resolution plan would take months to conclude As of the date of the Complaint, Ms [redacted] drafted a total of $5,into a dedicated account, in her name, with a third party processor, Global Client Solutions All of those funds remain in that account She states in the Complaint that our Company will continue to draft her account and that she has no recourse That is not accurate She has total control over the funds in her account as well as the discretion to continue or discontinue drafting in to the account In any event, upon receipt of the Complaint, we actually took the initiate of causing the suspension of her next draft payment, by contacting her third party account processor, as a courtesy to her Should she decide to continue in her debt settlement program, she will need to resume drafts into her dedicated settlement account in order to facilitate our negotiation of her debts However, should she decide to cancel her debt settlement program, all monies in her dedicated account ($5,042.55) will be refunded to her and no further drafts, of course, would be made by her As for the rest of Ms [redacted] ’s statements in her Complaint, Century responds that we were in the process of negotiating her accounts In fact, on July 24, our account manager had a detailed and lengthy telephone conversation with her, in which a plan was discussed for the negotiation of all of her debt accounts Our account manager and Ms [redacted] placed a conference call to her creditor, Synchrony Bank, where she had an original debt balance of $10,450, for the purpose of locating an account and initiating settlement negotiations On the Synchrony account, as they would likely accept monthly payments on account for the negotiated settlement account, the first payment would occur between the 1st and the 15th of September There is one account, Chase, where Century was confident that a favorable settlement could be negotiated but, based on experience, our client would have to have taken the lead in the settlement discussions (as is that creditor’s practice), with the understanding that Century would provide to her its experience, guidance and support in dealing with that creditor At no time did Century to refuse to negotiate any account on Ms [redacted] ’s behalf In summary, Century has acted responsibly and consistent with the debt resolution agreement However, at this point in time if she wants to cancel her debt settlement program she may do so and received from her dedicated settlement account the full balance However, as Century is ready, willing and able to continue to negotiate debt accounts on her behalf, Ms [redacted] has the option of remaining in her program, and we will resume discussions with Synchrony and her other accounts She needs only to contact our customer service department with her decision We trust that this answer is responsive to the Complaint, but are available to answer any additional questions that you, or Ms [redacted] may have pertaining to this response, or to her account generallySameka G***Senior Director of Client ServicesCentury Support Services

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

As the Director of Lifecyde Marketing, I’m one of the executives responsible for our brand and reputationI am afresh set of eyes to the complaint from Ms [redacted] and to the history behind itI have spent quite a bit oftime reviewing the information and speaking with our team about itBelow I have listed some of the key facts andmilestones that I have collected:03/25/- Ms [redacted] joined the debt settlement program04/01/- First draft payment made to reserve account of $04/09/2014— First settlement (via term payments) initiated on T-Mobile account for $12/22/2014— Second term payment settlement initiated on GECRB account for $3/16/- Call and verbal recorded approval to draft additional funds and enter dient into third termsettlement on [redacted] account for $4/27/— Ms [redacted] called to cancelSeveral supervisors/managers tried to work with her to keep herenrolledOur team explained to her that if she cancelled, her program would cease and the term paysshe was working on would go null and void and that the amount paid on those settlements thus far wouldbe applied towards the accounts balances in fullWe collected the remaining funds in her reserve of$and applied them to outstanding fees that we were owed for settlements initiated on heraccountsThere were remaining fees that we did not collect and have written offAs per her contract, the fees on each account are owed in full at the time the first payment is remitted ona settlementIn order to allow for faster settlements we often choose to split our fees over multiplepayments during the length of a settlementThis is explicitly beneficial to our dients10/6/— Ms [redacted] called to inform that [redacted] account was still being collected on and that shethought it was paidIt was explained that because of the term pay status on this settlement when theprogram was cancelled, the payments made towards this account were applied towards the balance infull and the settlement was not completed11/19/— Ms [redacted] turned to the Revdex.com with her first complaints11/20/— 2/23/- Several attempts were made both via phone and email to come to asatisfactory resolutionAs of July of 2016, a resolution has not been agreed to.Based on these facts, our team would like to make a good faith offer to Ms [redacted] to resolve this complaintOuroffer includes:• The Century team will work with [redacted] to settle the debt at no additional cost to Ms***.• The agreed upon amount to completely settle the [redacted] debt will be paid in full by Century at noadditional cost to Ms***.• If the debt is currently in dispute with the creditor, the dispute will need to be removed by Ms [redacted] inorder for Century to complete and pay the settlement amount in full.With this offer accepted and in place, we would ask that Ms***’s complaint be satisfactorily resolved on theRevdex.com siteWe would also need a release signed by Ms***.Please let us know if there are any questions and if we need to provide further details to this resolution offer.Thank you for your time and consideration in this matter.Sincerely,Stephanie P***Director of Lifecycle Marketing

This is in response to the Complaint of our client, [redacted] ***’s February Complaint [redacted] has been a Century client since her enrollment on March 22, [redacted] has made consistent deposits into her dedicated settlement account with her third party processor, which has enabled Century to reach favorable settlements on the Citibank accounts referenced in the complaint Those accounts had original balances of $and $at enrollment [redacted] ’s complaint is that the failure of her creditor to timely report the settlement by Century and the payment by her out of her dedicated settlement account in November, of one of the Citibank accountsUntil such time as [redacted] informed us that this account was still showing unpaid on her credit report, and seeking our assistance, Century would have not known of the situation Century does report to the credit bureausThe creditors report to the credit bureausIn any event, we have reached out to the creditor, and the company to whom the creditor sold the debt (independent of any involvement on the part of Century), to assist with her current situation, which she says has resulted in issues in her obtaining a mortgage Our Senior Customer Service Advocates have reached out to both the owner of the debt and [redacted] ’s loan representative at Citizen’s Bank in an effort to assist with her payment record correctly being reflected Century has done this to assist [redacted] , despite the fact that it has and had no involvement in the reporting of her credit or her mortgage application However, having negotiated on her behalf the settlement of her account, we were glad to be of assistance to her in this matter We have had several conversations with her bank, have written to her bank with confirmation of the settlement and payment of the debt in question, and have kept [redacted] apprised of our efforts on her behalfWe are happy to report that within hours of our involvement, the debt was reported by the debt owner as paid If there any other issues that are involved in [redacted] securing her mortgage from her lender, while they do not involve Century, we will assist her in any way that we can Century’s commitment to our clients, including our former clients, is important to us [redacted] ’s program with Century was completed on December 21, 2016, more than one year ago Century was able to successfully negotiate all four of her enrolled accounts, having an aggregate balance of $23, The successes of this program are the results of the combined effort of [redacted] in her disciplined and dutiful funding of her dedicated settlement account and the negotiations strategy and results obtained by Century, on her behalf The settlement fees that she references ($5,967.75) were based on all four of her accounts and were exactly the same as quoted to her in her written debt resolution agreement at enrollment Her total savings as a result of being in Century’s debt settlement program exceeded Century’s fees At the time her program ended, Century had fulfilled its obligations to her It is unfortunate that [redacted] experienced difficulty with respect to the accurate reporting and recording of her resolved debts and we hope that her loan prospects will be successfulWe trust that this response is satisfactory, but please do not hesitate to contact us should you have any questions

I received the response from the complaint I filed against CenturyHowever, the response was very vague and skewed to sound like more service was provided than actually was.After over months in this program and atleast different phone calls from myself to Century, none of my credit accounts have ever been negotiated to settlementEvery phone call led to complete confusion and each representative told me something different than the rep before themFor example, my American Express account was discussed on several different occasionsOnly today, after months, did a representative tell me that American Express won't even discuss accounts with them to settle! The same thing played out a few weeks ago with my last phone call where a representative informed me that Chase also does not discuss possible settlements on any accounts with CenturyThe only way to get a settlement from either creditor is for the consumer (myself) to call and attempt to get a settlement personally! So that is half of my accounts that cannot be settled onWhen, at the beginning, the salesman assured me that they could get settlements with all their accounts AND that Chase was actually the easiest to get a settlement withIn addition, if the consumer does reach a settlement, Century still charges the same amount of commission/fees as accounts they actually come to a settlement on themselves, even though they didn't do the work of negotiating at all.Century's response also mentions a phone call with Synchrony Bank stating that "they would likely accept monthly payments on account for the negotiated settlement amount" and "the first payment would occur between the 1st of September and the 15th of September." None of this ever occurredThere is not now, nor has there ever been a settlement with Synchrony BankThe day of this phone call, the rep from Synchrony Bank couldn't tell us anything at all about the account because it was in the process of being adjusted as Synchrony was taking some late fees offSo nothing at all was accomplished during that 3-way phone callThere was no "negotiated settlement" and as of today, still nothing has happened with my Synchrony account.Century has ruined my credit far worse than it ever was, as they advise their customers to stop paying in all credit accountsAfter following their "advice," I now have a civil lawsuit against me from of my creditorsCancelling and receiving a full refund of my escrow account does not fix the long term damage this business has causedMy once 800+ credit score is now in the tank because they told me to stop paying and that they can get settlements within the first week of being on the programThe entire (almost 9) months has been lies and scamming.Refunding my money, while it sounds like a fair resolution, barely skims the top of the nightmare they have cause me.Sincerely, [redacted] Sent from my iPhone

Upon review of Ms [redacted] 's program it was determined that due to a technical error all of the scheduled payments owed on Ms [redacted] 's [redacted] settlement were not remitted from the 3rd party bankCentury has since reached out to Ms [redacted] to apologize for the error and frustration surrounding the issue The account has been renegotiated with [redacted] and Ms [redacted] will be responsible for only the amount that would have been remaining owed from the original settlement Century will be covering the difference on the new settlementAt this time it is my understanding that all of her concerns have been resolved Respectfully,Sameka G***Senior Director of Client Services

[redacted] enrolled for debt resolution services with Century on June 16, She enrolled for debt settlement eight accounts having aggregate debt of $13, Based on her financial profile that she submitted, a Program Deposit amount of $per month was established Based on the Program Deposit amount and the aggregate enrolled debt, a Program Length of months was estimated Less than five months into her debt settlement program, Century was able to successfully negotiate a favorable settlement of Ms***’s Barclays Bank account That account had an enrolled balance of $1, Century was able to negotiate the debt down to $1, Century’s settlement fee on that account was $ In her Compliant, Ms [redacted] asked for a refund of the $partial settlement fee payment earned by Century on the Barclay’s Bank account settlement, and that the remainder of the fee ($228.50) be waived by Century We reached out to Ms [redacted] immediately upon receiving the Complaint and were able to speak with her on November During that call, Ms [redacted] indicated that, as she is in a position to make minimum payments to her creditors, that she wanted to cancel her debt settlement program with Century Ms [redacted] also stated her intention of taking over from Century any further handling of the Barclay’s account settlement Century agreed to refund to Ms [redacted] the portion of the settlement fee that Century collected on the Barclay’s settlement ($265) and also forego the balance of our settlement fee ($228.50) on that account We regret that Ms [redacted] was not fully satisfied with the progress of her debt settlement program With a monthly Program Deposit of $and eight enrolled debts, it would have naturally take some time for Century to work through all of her accounts That is why a program length of months was estimated at enrollment Ms [redacted] was made aware during the enrollment processes of the consequences of being in a debt settlement program That is set our clearly in her signed Debt Resolution Agreement, our Welcome Call (which Ms [redacted] received on June 21, five days after enrollment), and in our Welcome Packet, and on our client portal In any event, she feels that our program is not ideal for her situation, and we respect her position and, consistent with the Debt Resolution Agreement that allows termination by the client at any time, have honored that cancellation Although the client agreement provides that our company is entitled to retain any fees earned on settled accounts, we were glad to provide Ms [redacted] the refund and a waiver of additional fees We were also glad to be able to have her realize the savings on the Barclay’s account We believe that the matters addressed in the Complaint have been resolved to Ms***’s satisfaction Regards, Sameka G [redacted] Senior Director of Client Services Century Support Services